本文選題：客戶關(guān)系管理 + 數(shù)據(jù)挖掘　； 參考：《電子科技大學》2013年碩士論文

【摘要】：隨著經(jīng)濟全球化、網(wǎng)絡化以及金融自由化浪潮的展開,銀行間的競爭日趨激烈。各商業(yè)銀行已經(jīng)認識到,銀行要在競爭中保持優(yōu)勢,必須注重對客戶資源的競爭,而要競爭客戶資源,必須通過建立客戶關(guān)系管理系統(tǒng)來獲得實時的客戶信息,而數(shù)據(jù)挖掘技術(shù)是實施客戶關(guān)系管理的關(guān)鍵技術(shù)之一。通過數(shù)據(jù)挖掘技術(shù)可以過客戶信息進行多維度的分析,從大量客戶數(shù)據(jù)中挖掘出隱含的、對銀行決策有幫助的知識和規(guī)則。這樣才能為不同需求的客戶提供差別化的金融服務,從而達到保留現(xiàn)有客戶、發(fā)掘潛在客戶并最終提高銀行盈利能力的目的。 本課題通過對客戶關(guān)系管理和數(shù)據(jù)挖掘技術(shù)相關(guān)理論和方法的介紹,分析銀行客戶關(guān)系管理如何將信息技術(shù)與營銷戰(zhàn)略決策充分結(jié)合,開發(fā)一套銀行客戶分析管理軟件,通過該軟件銀行可以實現(xiàn)對客戶的自動管理,并尋找出潛在的高端客戶,從而提高銀行盈利水平,并為銀行決策者提供可靠的數(shù)據(jù)支撐。 本課題使用C4.5算法實現(xiàn)客戶分析系統(tǒng)的設計和開發(fā)以及通過對銀行客戶分析系統(tǒng)的各個模塊的詳細論述,展現(xiàn)出一套科學的、完整的實施流程,但鑒于主客觀條件的限制,很多方面的探討還不太深入。根據(jù)實際業(yè)務需求,本課題開發(fā)的系統(tǒng)能夠分析客戶數(shù)據(jù)信息和賬務信息,進行較為復雜的數(shù)據(jù)挖掘,作出分析后提供給銀行管理人員使用。 目前,該系統(tǒng)已投入到實際業(yè)務工作中。通過實踐,證明該系統(tǒng)設計能有效的發(fā)掘目標客戶,提高了銀行風險防范能力,促進銀行業(yè)務發(fā)展。
[Abstract]:With the development of economic globalization, networking and financial liberalization, the competition between banks is becoming increasingly fierce. Commercial banks have realized that in order to maintain an advantage in competition, banks must pay attention to the competition for customer resources, and to compete for customer resources, they must establish a customer relationship management system to obtain real-time customer information. Data mining technology is one of the key technologies to implement customer relationship management. Through the technology of data mining, we can analyze the customer information in many dimensions, and find out the hidden knowledge and rules from a large number of customer data, which are helpful to the bank decision. Only in this way can the customers with different needs be provided with differential financial services, and the purpose of retaining existing customers, exploring potential customers and ultimately improving the profitability of the bank can be achieved. By introducing the theories and methods of customer relationship management and data mining technology, this paper analyzes how to combine information technology with marketing strategy decision, and develops a set of bank customer analysis management software. Through this software bank can realize the automatic management to the customer and find out the potential high end customer thus raise the bank profit level and provide the reliable data support for the bank decision maker. This subject uses C4.5 algorithm to realize the design and development of customer analysis system, and through the detailed discussion of each module of bank customer analysis system, it shows a set of scientific and complete implementation flow, but in view of the limitation of subjective and objective conditions, Many aspects of the discussion are not very deep. According to the actual business requirements, the system developed in this paper can analyze customer data and account information, carry out more complex data mining, and provide the bank manager with the analysis. At present, the system has been put into actual business work. Through practice, it is proved that the system design can effectively excavate the target customers, improve the ability of bank risk prevention and promote the development of banking business.
【學位授予單位】：電子科技大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：TP311.13;TP311.52

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本文編號：2095110